Have questions about battery systems or want personalised advice for your home?
Contact Us →Have questions about battery systems or want personalised advice for your home?
Contact Us →BatteryIQ (Middlez Pty Ltd)
ABN: 39 119 044 889
Effective Date: January 2026
Version: 1.1
BatteryIQ is committed to providing a fair, transparent, and responsive complaints handling process. We take every complaint seriously and aim to resolve issues promptly while maintaining open communication throughout.
15 days
Initial response target
25 days
Resolution target
If you are unhappy with any aspect of our service, products, or conduct, we want to hear from you. You can lodge a complaint through any of the following channels:
All complaints are logged in our system and assigned a unique reference number for tracking purposes.
To help us investigate and resolve your complaint efficiently, please provide:
If you have difficulty putting your complaint in writing, please call us and we will assist you in documenting your concerns.
We will acknowledge your complaint within 2 business days and provide you with a unique reference number and the name of your assigned case handler.
We will investigate your complaint thoroughly, reviewing all relevant information and consulting with relevant parties (such as our installation partners if applicable).
Within 15 business days, we will provide you with an initial response outlining our findings and proposed resolution.
We aim to fully resolve complaints within 25 business days. If we cannot meet this timeframe, we will keep you informed of progress and expected resolution date.
After resolution, we will follow up to ensure you are satisfied with the outcome and that any agreed actions have been completed.
| Stage | Timeframe |
|---|---|
| Acknowledgement | 2 business days |
| Initial response | 15 business days |
| Full resolution | 25 business days |
| Complex matters (e.g., requiring third-party input) | Up to 45 business days with regular updates |
If at any stage we need additional time, we will contact you to explain why and provide a revised timeframe.
If you are not satisfied with our response or the handling of your complaint, you have several options for escalation:
You can request that your complaint be reviewed by a senior manager by emailing support@batteryiq.com.au with the subject line "Complaint Escalation - [Your Reference Number]".
If you remain dissatisfied after our internal review, you may escalate your complaint to:
For complaints related to the New Energy Tech Consumer Code:
For disputes that cannot be resolved through other channels:
For broader consumer law concerns:
Important: Your rights under this complaints procedure are in addition to your rights under the Australian Consumer Law. Consumer guarantees cannot be excluded, restricted, or modified by any contract term.
Under Australian Consumer Law, you have automatic consumer guarantees including:
If a product or service fails to meet a consumer guarantee, you may be entitled to:
For more information about your consumer rights, visit the ACCC Consumer Rights & Guarantees page.
We are bound by the New Energy Tech Consumer Code (NETCC).
This complaints handling procedure is reviewed annually to ensure compliance with NETCC requirements and best practice standards.